I’m Gussie and I’ve been in the wild world of insurance for a whole decade now! It feels like just yesterday I walked into that first State Farm office for an interview and had a feeling my life was about to change forever. Little did I know I was taking the first step into an industry that would give me such a breadth of experience in operations and team management, but would especially test my client service and account management skills!

Having served in various roles in all forms of agencies - captive, brokerage, and insuretech, I’ve learned that there are recurring gaps in service teams across all agencies regardless of the size, and there’s ALWAYS a shortage of time or people to handle the 'tedious admin work’ or ‘time sucking training’ that everyone works through anyways.

After managing to always fall into the role of filling/fixing these gaps in my prior teams, and having been pulled into training and team management operations in all of my prior roles, I figured it was time to share some knowledge!

I have experienced the impact that having something as simple as having all the base service email templates provided to new hires so that they don’t have to worry if they’re missing something or saying the wrong thing. I’ve seen the time saved just by having files where they’re supposed to be.
But I also know how time consuming these tasks are and what it’s like to be in a position to simply not have the time to get these practices in place or get things cleaned up.

Nice to meet you, I’m Gussie. At your service. :)